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I have already made three withdrawals of a thousand euros which were accepted in one day and the money appeared in my bank account. Now I am waiting for a withdrawal of four thousand euros from Thursday 28/8 and to date it has not progressed at all, what happens, what should I do?

Έχω ήδη κάνει τρεις αναλήψεις τον χιλίων ευρώ οι οποίες έγιναν αποδεκτές σε μία μέρα και φάνηκαν τα χρήματα στον τραπεζικό μου λογαριασμό. Τώρα περιμένω μία ανάληψη τεσσάρων χιλιάδων ευρώ από την πέμπτη 28/8 και μέχρι σήμερα δεν έχει προχωρήσει καθόλου τι γίνεται τι να κάνω;

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I have sent emails with the condition that if I am not paid I will not make another deposit. How come my three previous payments were processed in one day and this one was not?

Έχω στείλει emails με την προϋπόθεση ότι αν δεν πληρωθώ δεν πρόκειται να κάνω ξανά κατάθεση. Πως γίνεται οι τρεις προηγούμενες πληρωμές μου να διεκπεραιώθηκαν σε μια μέρα και αυτή όχι;

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Vasileios1994,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika